Customer Success Manager - DACH (English Version)
Propeller
Customer Service, Sales & Business Development
Europe
Posted on Dec 13, 2024
Propeller is on a mission to take the guesswork out of earthworks - reducing wasted fuel, time, and money. We do this through the power of maps.
Our customers use Propeller’s integrated hardware and software products to capture accurate 3D versions of their worksites using drones. With over 50,000 worksites worldwide using Propeller’s smart survey technology, we empower project teams to map, measure, and manage site activity.
Propeller empowers everyone to approach, own, and solve problems creatively. We’re data nerds who care about impact, honesty, and each other. We take pride in being a great place to work. We are proud to be recipients of BI Group's Excellence in Customer Experience award and Inspiring Workplaces of Australasia, being recognized as a Fast Company and BuiltIn Best Place to Work. You can learn more about us on Glassdoor.
- Department
- Customer Success
- Employment Type
- Full Time
- Location
- Europe
- Workplace type
- Fully remote
- Compensation
- €55,000 - €65,000 / year
- Reporting To
- Monika Suchwalko, Customer Success Team Manager (Europe)
Your Mission
As our Customer Success Manager, you'll make sure all of our customers are collecting the best possible survey data and are getting maximum value from the Propeller software platform. You will manage a dedicated book of accounts and deliver superior service across the customer lifecycle to ensure customer satisfaction, identify up-sell and expansion opportunities, and prevent customer churn. This will also be achieved via close partnerships with our dealer networks in your region.
You will be directly responsible for ensuring that your customers - whether they’re in the construction, mining, aggregate, or landfill industries - are successful in achieving their desired outcomes and continually realizing value from Propeller’s hardware and software solutions.
This fully remote role can be based out of the Netherlands, Germany, the UK, or Poland, requiring German fluency.
Responsibilities
- Supporting your customers across each phase of the customer lifecycle, from post-sale introductions, kicking-off the relationship, onboarding, and training, using the platform to measure and analyze survey data across multiple worksites and projects, renewal, and expansion.
- Onboarding and training new customers to ensure they have everything they need to be successful. This includes:
- Getting the customer ready for their first drone flight.
- Educating them about the correct way to capture survey data with their drone.
- Ensuring they understand how to correctly place ground control points for increased and unparalleled accuracy.
- Walking through the visualized survey data in the form of 3D maps.
- Helping them use the platform to take site and stockpile measurements.
- Educating them about how they can use their data to report on-site progress.
- Partnering with our dealer networks.
- Partnering with the Hardware Support team on any hardware-related issues that your customers are experiencing.
- Responsible for reducing churn and expanding your accounts, while working closely with the Account Management team on renewals.
- Working closely with our Product and Engineering teams to make sure customers’ needs and wants are communicated internally in the form of new feature requests and identifying bugs or edge cases.
- Using Gainsight to track all of your customer-facing activities (both inbound and outbound, and proactive and reactive) and to prioritize your time across your portfolio of accounts.
- Participating in Customer Success team meetings, contributing to quarterly team goals, and supporting projects to improve team efficiency and scale as part of creating, refining, and improving Customer Success processes and documentation.
- Collaborating with Sales to ensure successful hand-offs as part of the post-sales process, and to identify up-sell and expansion opportunities during the lifecycle of the account.
Learn more about your future team HERE!
Your Skills
- Fluent or native German and English speaker.
- Strong technical skills and the ability to pick up new technology fast and drive your own learning.
- The ability to explain complex concepts in simple terminology for customers with varying levels of technical expertise.
- Prior experience with technology used within the construction, aggregate, mining, or landfill industries is strongly preferred.
- Prior experience with remote troubleshooting.
- You’re data-driven with a bias towards action, and you’re not afraid to get your hands dirty in support of your customers.
- Strong communication and interpersonal skills, both verbal and written, and proven experience supporting customers over video, phone, email, and chat.
- You have at least 2 years of experience managing a dedicated book of customer accounts at a SaaS company, with a proven track record of delivering exceptional service and preventing customer churn.
- Knowledge of how to use customer success tools and software to prioritize your time, track account-related activities, manage customers across lifecycle phases, and escalate potential churn risks.
Bonus Points For:
- Prior experience with remote sensing, photogrammetry, point clouds, ground control points, and/or surveying.
- Prior knowledge of UAVs and visualization platforms.
- Additional languages besides German and English.
Benefits
- Employee share options
- Professional development benefits and leave
- The opportunity to take part in our mentorship program
- Monthly telephone and/or internet allowance
- Paid primary & secondary parental leave policies
- Flexible work arrangements and WFH equipment provided
About Propeller
Propeller is for everyone, so come as you are. We value all types of experience, skill, and ability. If you don’t think you meet all the requirements, but still think this role would be a good fit, we’d love to hear from you.
Diversity makes our team more creative, fun, and effective, so bring your whole self to the application process, and we will too!
If you’re interested in what life at Propeller is like, check out our employee-owned Medium blog page!
Our Hiring Process
Can't see the right role for you? No worries! Just complete the form below to express interest in opportunities at Propeller Aero. Tell us as much about yourself as you like and we'll reach out when a role that suits your interest comes up. Select as many areas of interest as you like in the "Teams" section. We look forward to hearing from you!